Terms & Conditions
- These terms and conditions of trading are applicable for shine, and any other trading name we choose to trade under.
- All goods and services shall remain the property of shine until paid for in full.
- If you wish to postpone or cancel our services you must provide at least 72 hours notice before the next scheduled date. Failure to do so will result in a 50% charge.
- You agree to give 30 days notice as a commercial client of termination of services. Failure to do so will result in a 25% charge for any work scheduled within this period. If, as a commercial client, your contract with us runs to a specific date, and not on an ongoing basis, cancellation of our services will cost 50% of the remaining contract value.
- If we have arrived to work, then we cannot accept a postponement, unless work is being carried out to the property/premises. A 50% charge will be payable for failing to give 72 hours notice of postponement or a 100% charge is applicable for cancellations. You cannot cancel our services until any postponed services have been carried out. If you do, these will also be chargeable.
- All quotations are based upon agreed frequencies. Should you break this agreement by postponements to this service, once service is re-established, the first clean can carry a surcharge of up to 50%.
- We will endeavour to clean all windows, but if we deem any window/s to be inaccessible or unsafe to clean, we will not clean them.
- Our pure water systems work in all weathers, therefore weather conditions are not an acceptable reason for postponing our services. We can clean your premises in all conditions without affecting quality, including rain and temperatures down to
-12º and below. Excluding electrical storms and high winds that we deem to be unsafe to work in.
- In freezing temperatures, we may deem it necessary to grit areas of excess water. We accept no liability for any staining that may occur as a result. (In some rare cases, gritting compound – a natural product – has been known to temporarily stain paving blocks.)
- For cover under our Re-Clean Guarantee, you must register complaints within 24-hours of the clean. All re-cleans are at the discretion of shine. Any re-cleans resulting from complaints received after the 24-hour period are also at our discretion.
- We do not accept liability for damage caused by decorative or structural defects, or conditions at your property/premises, such as, but not limited to, ill-fitting windows, doors, fascias, guttering, window/conservatory trims, unsecured windows and doors, leaking seals, decorative bars stuck on glass, rotting frames, open trickle vents, etc.
- Should we be unable to access any part of your property/premises due to locked gates etc, we will only clean the accessible areas, such as front or side/s. This will typically be charged at 75% of the total clean cost.
- Due to insurance liabilities, we are unable to move obstacles such as but not exclusive to: furniture, personal belongings/items, vehicles, curtains/blinds, ornaments, etc. If these or any other item we deem to restrict access to an area of your property/premises, we will be unable to clean it. No discount or refund will apply.
- Full payment must be received within 30 days of the invoice date (unless otherwise stated). If you fail to do this, your account and services may automatically be suspended (shine reserve the right to overrule this) until such time as the arrears have been settled.
- For late payments, we will charge interest at 2.5% a month while the account remains unpaid. We require you to pay our expenses and legal costs incurred in obtaining payment on an indemnity basis.
- We reserve the right to charge you £5 for letters, £10 for legal notices, £20 for returned payments, and any third-party costs involved in tracing you, returned cheques, debt collection and legal action. We also reserve the right to pass unpaid accounts to a debt collector/solicitor for recovery/legal action, to whom we may assign the debt and all rights without restriction.
- Should you dispute an outstanding invoice and claim to have made payment, the onus is on you to prove payment has arrived and been cleared. We cannot accept any liability for cheques, postal orders or cash that have been lost in the post. We strongly advise against sending cash in the post. BACS or on-line payment is advised.
- Achieving optimum cleaning results may require a few cleans. For example, detergent residues from previous traditional window cleaning methods may initially cause slight spotting. Leaching can also occur from trickle vents and beading. However, this will cease once the dirt is removed fully from the frame areas.
- It is ‘The Client’s’ responsibility to inform the agency if service is not required during Bank Holidays i.e. Easter. No service will be provided on Christmas Day, Boxing Day and New Years Day.
- shine has public liability insurance for £5million, which protects ‘The Client’ against major accidental personal damages caused by a shine operative whilst on your property. All claims must be notified within 24-hours of discovery. We cover for damages over £300. ‘The Client’ is responsible for the first £150 of any claim.
Re-Clean Guarantee
If you not entirely satisfied with the quality of our work after the second clean, we will re-clean the same area (to the agreed specification, as per quotation) free of charge.
Exclusions to the Re-Clean Guarantee
- Soiling, staining, marking or damage to the specified area (including, but not limited to, windows, doors, fascias, guttering, window/conservatory trims, seals, decorative bars and trickle vents, etc) that occurs after the job as been completed.
- If as ‘The Client’ you choose to clean the specified area using an alternative method or service to that which is provided by shine, prior to the second clean commencing.
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